Middle L2 Customer Support Specialist

GR8 Tech is a leading B2B provider of iGaming solutions that empowers operators to grow, lead, and win.

We deliver high-impact, full-cycle tech solutions designed to scale. From seamless integration and expert consulting to long-term operational support, our platform powers millions of active players and drives real business growth. It’s more than just a product — it’s the iGaming Platform for Champions, built for those who play to lead.

We know the game and how to take it to the next level. With 1000+ talented professionals on board, we don't just build tech — we build success stories for iGaming operators all over the world. 

Our ambition drives us, our people make it real. Join us and be part of building champion-level success!

What You’ll Be Driving:

• Resolving moderately complex technical incidents related to sports feeds and bet settlement;

• Performing root cause analysis and prepare incident reports;

• Collaborating with traders, client teams, and feed providers;

• Maintaining and regularly updating internal documentation and technical guidelines;

• Actively monitoring SLA compliance by reviewing queues for aging or inactive tickets;

• Escalating stalled incidents to the appropriate support tier (L1 or L3) and flag urgency in GPI;

• Ensuring synchronized status updates between internal systems (PSUPINC, GPI);

• Handling client escalations by updating status flags, escalating to L3, and notifying team leads;

• Coordinating communication flow between L1 and L3 teams for escalated issues.

What Makes You a GR8 Fit:

• In-depth understanding of sports market structures, bet types, and settlement processes;

• Solid proficiency with Jira, Kibana, Grafana, SQL, and basic XML/JSON;

• Upper-Intermediate or higher English proficiency;

• Experience in investigating incidents and liaising with external partners;

• Strong analytical thinking and proactive problem-solving;

• Ability to make time-sensitive decisions under pressure;

• Strong collaboration and cross-functional communication skills;

• Flexibility and adaptability in a dynamic support environment.

Why You’ll Love Working Here:

Benefits Cafeteria

An annual fixed budget that you can use based on your needs and lifestyle. You decide how to allocate it:

• Sports – gym, yoga, or any activity to keep you active;

• Medical – insurance and wellness services;

• Mental health– therapy or coaching support;

• Home office – ergonomic furniture, gadgets, and tools;

• Languages – courses to improve or learn new skills.

Work-life 

• Parental support with paid maternity/paternity leave and monthly childcare allowance;

• 20+ vacation days, unlimited sick leave, and emergency time off;

• Remote-first setup with full tech support and coworking compensation;

• Regular team events – online, offline, and offsite;

• Learning culture with internal courses, career development programs, and real growth opportunities.

Our Culture & Core Values

GR8 Tech culture is how we win. Behind every bold idea and breakthrough is a foundation of trust, ownership, and a growth mindset. We move fast, stay curious, and always keep it real, with open feedback, room to experiment, and a team that’s got your back.

• FUELLED BY TRUST: we’re open, honest, and have each other’s backs;

• OWN YOUR GAME: we take initiative and own what we do;

• ACCELER8: we move fast, focus smart, and keep it simple;

• CHALLENGE ACCEPTED: we grow through challenges and stay curious;

• BULLETPROOF: we’re resilient, ready, and always have a plan.

To keep things efficient, please apply only for roles that closely match your experience.